This guide covers common error messages you may encounter in the WooCommerce Mobile App when uploading product images or downloadable files. Each section describes a specific error, explains what causes it, and provides steps to resolve it.
“The corresponding HMAC for this file does not match”
↑ Back to topThis error usually means that the file you want to upload exceeds the size limit imposed by your server. To confirm this is the cause, reduce the image dimensions to make it smaller (under 1 MB), save it in a web-friendly format such as .jpg or .png, and try the upload again. If the upload succeeds with a smaller file, the issue is a server-side file size limit.
There are two ways to fix this issue:
Reduce file size
↑ Back to topA particular image file may not upload because its dimensions are too large. To fix this, adjust the size of your image using an image editor or online tool. (descriptive link text describing the destination) about the ideal image size for WooCommerce.
Increase the max file size
↑ Back to topYou can increase the maximum file size for your site by contacting your host directly and asking them to increase the file size limit for you.
If your host is unable to make the change for you, a developer can increase the limit manually by editing a server configuration file.
If you are comfortable making technical updates to your site, access your main WordPress folder via FTP and look for the php.ini file. Open it and add the lines of text below before saving. If you cannot locate php.ini, create a new one, paste the text into it, and upload it to your main WordPress folder.
Add the following lines to your php.ini file:
upload_max_filesize = 128M post_max_size = 128M max_execution_time = 300
This increases your site’s maximum upload limit and allows you to upload your images.
Note: Some WordPress hosts may restrict your ability to increase the upload size limit manually. If your attempt was unsuccessful, contact your host to request a limit change.
“Media must define a valid MIME-type”
↑ Back to topMultipurpose Internet Mail Extensions (MIME) types are labels that browsers and other internet devices use to determine the type of content associated with a file. For instance, if you have a .png file and a .jpeg file on a page, the browser uses their MIME types to treat both files as images rather than videos or other file types.
WooCommerce allows the same file extensions defined by WordPress. You can see the full list in the WordPress developer documentation on media upload settings. If you cannot upload a specific file via the app, the MIME type may not be supported.
To work around this issue, try the following steps:
- Open the file in the original application used to create it, and then export it into a web-friendly format such as .jpg or .png.
- If you downloaded the file from the web, note that .webp images are not supported. Try tapping the image and viewing it in a new browser window before downloading.
- If neither step resolves the issue, contact the support team at mobile-support@WooCommerce.com. Include your device details, how the image was created, whether you edited the image before upload, and, if possible, a copy of a sample file that fails to upload.
“Media size exceeds site limit”
↑ Back to topIf you upload a file that exceeds the maximum file upload limit, the upload fails and produces an error. The maximum file upload limit can vary from 2 MB to 150 MB, depending on the site’s hosting package.
Check the maximum upload file size
↑ Back to topTo check the maximum upload file size, go to Media > Add New Media File from your WordPress dashboard. The maximum upload file size appears at the bottom of the upload window.
To increase the maximum upload file size, follow the steps in the Increase the max file size section above.
“Media size exceeds the safe memory limit for this site”
↑ Back to topThe file you are trying to upload may exceed the maximum memory limit configured for your site. You can either upload an image with a smaller size or increase the WordPress memory limit for your store. To increase the WordPress memory limit, refer to the guide on increasing the WordPress memory limit.
“Media size exceeds disk space quota remaining for this site”
↑ Back to topYour storage capacity is the amount of disk space available for uploading files and images to your website. It is similar to the disk space on your desktop computer, but it is located on your hosting provider’s servers.
Check remaining storage
↑ Back to topIf you use WordPress.com to host your site, go to My Site (or My Sites if you have more than one) and select Media from the left sidebar. This displays your storage limit and the amount you have already used.
Add storage space
↑ Back to topA standard free WordPress.com account includes 3 GB of storage space. If you need additional storage, upgrade your account to a paid plan. Alternatively, you can delete images or videos to free space. Deleting media files that are linked to your own site or other sites causes broken links in any content that previously pointed to those files.
File path and permission errors
↑ Back to topThe following three errors share a common cause: the app cannot locate or access the selected file on your device. This is typically caused by using external file managers when selecting an image. Try moving or re-saving the image to a new location on your device and attempting the upload again.
“Media must define a local file path”
↑ Back to topThis error means the app cannot find the path of the file that needs to be uploaded.
“Local file path for media does not exist”
↑ Back to topThis error means the file the app is trying to access cannot be found on the device.
“Can’t read file on upload”
↑ Back to topThis error means the app does not have sufficient permission to read the file.
Resolve file path and permission errors
↑ Back to topTo resolve any of these errors, try the following steps:
- Move or re-save the image to a new location on your device, such as your device’s default photo library or downloads folder.
- Attempt the upload again from the new location.
- If the issue persists, contact support from within the app by going to Menu > Settings > Help & Support > Contact Support.
Timeout and connection issues
↑ Back to topTimeout or connection issues can occur when the internet connection on the device is unstable. Follow these steps to identify where the issue lies:
- Try uploading images using a different connection. A Wi-Fi connection is recommended.
- If the internet connection is stable, open
https://YOURSITE.com/wp-admin/upload.php(replaceYOURSITEwith your site’s URL) in your mobile device’s browser and try uploading the image. If the image uploads from the web but not the app, contact the support team. - Your site may be experiencing performance issues. Check whether you have any security plugins active, contact your hosting provider, and search server logs for any blocked requests. Refer to the troubleshooting server-side blocks guide for more detail.
Note: The WooCommerce Mobile App only supports access for shop owners, administrators, and shop managers.
Check your Jetpack connection
↑ Back to topIf you use the Jetpack plugin to connect the mobile app to your site, ensure that the Jetpack connection is active and functioning correctly. Review common Jetpack issues or reconnect your site to Jetpack.
If you are still having difficulty, contact support from within the app by going to Menu > Settings > Help & Support > Contact Support.